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Summary

Ober prepares students for business communication by employing a hands-on approach, connecting topics, examples, and exercises to the modern workplace. The text provides ample opportunity for students to practice their oral and written skills, and includes strategies for using email, voicemail, the Internet, and other innovations in communication technology. Continuing the emphasis on technology and work-team communication, the Sixth Edition integrates real-world perspective and the 3Ps (Problem, Process, Product) writing model in the introduction of the Eduspace online learning tool, featuring writing tutorials and expanded Web-based resources. New! Chapter-opening interviews with high-level business managers including Gilbert C. Morrell Jr., President and CEO, The Nucon Group; Scott Roller, Internet Marketing Director, Texas Instruments; and Gary Davis, Vice President, Corporate Communications, World Wrestling Entertainment, Inc., among others. Continuing text examples and end-of-chapter exercises create consistency throughout the text. For example, in Chapter 7, students first assume the role of buyer and write a claim letter. Later, they assume the role of seller and answer the same claim letter by writing an adjustment letter. In Chapter 8, students write a persuasive request from a subordinate; and in Chapter 9 (about bad-news messages), they assume the role of superior and turn down the well-written persuasive request. New! "Communication Snapshots" combine colorful graphics with up-to-date factoids about issues directly relating to contemporary business communication. Urban Systems Case Study CD-ROM, an innovative simulation CD packaged free with every new textbook, is tied to the continuing case presented in the text. In 15 modules related to each chapter in the text, students have an opportunity to experience and solve the unique and complex communication challenges posed by workplace policies and organizational dynamics. In each module, students take on the role of an employee of Urban Systems who has several tasks to accomplish as well as one final project to complete. Each of the work tasks reinforce chapter concepts and overall communication skills. This user-friendly CD provides continual programmed feedback and direct references to text material; it allows students to save their work and submit it to their instructors. Teaching guidelines and sample answers are provided to instructors via Eduspace and the Instructors' Web Site. Student Handouts (included in the Instructor's Resource Manual and highlighted in the Instructor's Annotated Edition) feature communication checklists, additional in-class or homework exercises to reinforce language arts skills, and answer keys to selected textbook exercises. End-of-Chapter Mini-Cases, culled from recent business periodicals, challenge students to solve real-world communication problems. Fully Coded Exercises at the end of each chapter include an icon key that indicates whether it is an individual, team, stand-alone, correlated, Web-based or real-world exercise. New! Eduspace powered by Blackboard is an online resource which features "BusCom Writer Tutorials," a set of interactive computer modules that guide students through the development of 15 basic business documents. Each module is based on the textbook's "3Ps" (Problem, Process, Product) model, such that students are presented with a unique business situation, guided through the process of analyzing the situation, developing communication goals, and preparing the document, and then prompted to proofread and revise the finished product to meet proper writing guidelines.

Table of Contents

Preface

xiv

Part One Core Concepts

Understanding Business Communication

2

(38)

Communicating in Organizations

4

(1)

The Components of Communication

5

(7)

The Stimulus

7

(1)

The Filter

7

(1)

The Message

8

(1)

The Medium

8

(1)

The Destination

9

(1)

The Dynamic Nature of Communication

9

(1)

Spotlight 1 On Technology The Medium Is the Message

10

(1)

Urban Systems: A Continuing Case Study

10

(2)

Verbal Communication

12

(1)

Oral Communication

12

(1)

Written Communication

12

(1)

Directions of Communication

13

(4)

The Formal Communication Network

13

(2)

Spotlight 2 On Technology Overcoming Information Anxiety

15

(1)

The Informal Communication Network

16

(1)

Barriers to Communication

17

(5)

Verbal Barriers

17

(4)

Nonverbal Barriers

21

(1)

Ethics and Communication

22

(4)

Defamation

22

(1)

Invasion of Privacy

23

(1)

Fraud and Misrepresentation

23

(1)

Other Ethical Considerations

23

(1)

Introducing the 3Ps (Problem, Process, Product) Model

24

(1)

Spotlight 3 On Law and Ethics How Would You Respond?

24

(2)

The 3Ps (Problem, Process, Product): Writing an Ethical Statement

26

(2)

Problem

26

(1)

Process

26

(1)

Product

27

(1)

Summary

28

(1)

Key Terms

28

(1)

Exercises

29

(4)

Continuing Case 1 Urban Systems Sees the Light

33

(2)

Lab Test 1

35

(1)

Appendix to Chapter 1 Urban Systems Inc.

36

(4)

Work-Team Communication

40

(56)

Communicating in Work Teams

42

(6)

The Variables of Group Communication

42

(1)

Initial Group Goals

43

(1)

Giving Constructive Feedback

44

(1)

Conflict Resolution

44

(2)

Team Writing

46

(2)

The Ethical Dimension of Work-Team Communication

48

(1)

Nonverbal Communication

48

(4)

Checklist 1 Commenting on Peer Writing

49

(1)

Body Movement

49

(1)

Physical Appearance

50

(1)

Voice Qualities

51

(1)

Time

51

(1)

Touch

51

(1)

Space and Territory

52

(1)

Communicating in a Diverse Environment

52

(12)

Cultural Differences

53

(1)

Spotlight 4 Across Cultures Internationally Yours

54

(2)

Group-Oriented Behavior

56

(1)

Strategies for Communicating Across Cultures

57

(1)

Diversity Within the United States

58

(1)

Spotlight 5 Across Cultures So You're an Adult Learner

59

(2)

Spotlight 6 Across Cultures Race Manners: The Color of Speech

61

(3)

Listening

64

(3)

The Problem of Poor Listening Skills

64

(1)

Keys to Better Listening

65

(2)

Communicating by Telephone

67

(3)

Your Telephone Voice

68

(1)

Your Telephone Technique

68

(1)

Voice Mail

68

(1)

Telephone Tag

69

(1)

Cell Phones and Paging Devices

69

(1)

Business Meetings

70

(6)

Planning the Meeting

70

(3)

Conducting the Meeting

73

(2)

Following Up the Meeting

75

(1)

Business Etiquette

76

(10)

Checklist 2 Business Meetings

77

(1)

Meeting and Greeting

77

(3)

Dining

80

(2)

Giving Gifts

82

(1)

Dressing Appropriately

82

(1)

Spotlight 7 Across Cultures Gift Giving---Japanese Style

83

(1)

Around the Office

84

(2)

The 3Ps (Problem, Process, Product): A Plan for a Business Meeting

86

(2)

Problem

86

(1)

Process

86

(1)

Product

87

(1)

Summary

88

(1)

Key Terms

89

(1)

Exercises

89

(5)

Continuing Case 2 Don't Let the Smoke Get in Your Eyes

94

(1)

Lab Test 2

95

(1)

Communication Technology

96

(34)

Our Need to Know---Now!

98

(1)

Accessing Electronic Information

99

(1)

The Internet

99

(11)

Spotlight 8 On Technology The Paperless Office?

100

(1)

Internet Resources

101

(1)

Spotlight 9 On Technology So You're a Distant Learning Student

101

(1)

Browsing and Searching the World Wide Web

102

(3)

Evaluating the Quality of Electronic Information

105

(1)

Spotlight 10 On Technology Browsing and Searching the World Wide Web

106

(4)

Checklist 3 Evaluating the Quality of Internet Resources

110

(1)

Sharing Electronic Information

110

(8)

E-mail

111

(1)

Groupware

111

(1)

Checklist 4 Effective E-mail Practices

112

(1)

Spotlight 11 On Technology Using Microsoft Word to Edit a Team Document